Technical Support Manager Jobs in Hamilton, ON (NOW HIRING)

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Job Description:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great PlacetoWork Certification for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week

Role Summary: We are looking for a Senior AWS Support Engineer to join our global support team. This role is ideal for someone with a strong background in technical support or service desk environments who is ready to take on a more strategic and hands-on role in managing and resolving complex AWS-related issues. You will be the go-to expert for escalated support cases, ensuring that customer issues are progressing efficiently and effectively. You'll also play a key role in improving our support processes to reduce recurring issues and enhance customer satisfaction.

Responsibilities:

Working in close collaboration with the Global Support Manager and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following:

• Monitor and Manage Support Cases: Oversee incoming AWS-related support issues from frontline agents, ensuring they are progressing efficiently and escalated as needed.
• Mentorship: Guide and support frontline support engineers, sharing your expertise and helping them grow.
• Reduce Escalations to AWS (L3): Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to AWS support.
• Hands-On Troubleshooting: Step in to troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda). Ensuring the customer experience is top of mind.
• Process Improvement: Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
• Enhance Team Knowledge: Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing
• Documentation & Best Practices: Create and maintain technical documentation, SOPs, and knowledge base articles.
• On-Call Support: Participate in a rotating on-call schedule for critical issues.
• Skill Development: Stay up to date with the latest AWS technologies and best practices and share knowledge with the team.

What you bring to the role:

• Bachelor's degree or equivalent within Information Technology, Computer Science, or related discipline.
• 8+ years in technical support, service-desk or customer-facing IT roles.
• 4+ years of hands-on experience supporting AWS.
• Experience with cloud computing and infrastructure.
• Strong hands-on troubleshooting skills but not limited to the following: HTTP/HTTPS, DNS, TCP/IP, Windows & Linux OS.
• Ability to diagnose, isolate and resolve network connectivity/performance issues.
• Strong knowledge of AWS services but not limited to Amazon EC2, Amazon S3, AWS IAM, Amazon VPC, Amazon CloudWatch, Amazon RDS, AWS Lambda, AWS CloudFormation, Elastic Load Balancing (ELB), and Amazon Route 53.
• Expertise in isolating and resolving issues related to AWS Direct Connect, AWS Site-to-Site VPN, route tables, VPC subnet and NACL/Security Group configurations.
• Identifying and understanding performance issues for webservers using AWS CloudWatch metrics.
• Ability to understand and provide recommendations leveraging AWS Documentation.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills with a focus on uncovering root causes.
• Strong analytical and organizational skills.
• Customer-focused mindset with the ability to handle escalations effectively.
• One or more valid AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.
• *This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.

The typical base pay range for this role across Canada is $110,000 - $130,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal-opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro's Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here - Ingram Micro ESG.

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